Case studies
08 projectsWork I led inside Hugo Inc across healthcare, EdTech, SaaS, e-commerce and cross-account enablement — from diagnosing root causes to building the training, documentation and operating standards that make the fix stick.
NDA note
This is real client work. Names are redacted to respect confidentiality; the scope, methods and results remain factual.
Healthcare / Pharmacy01
93% CSAT vs 90% target
Building a quality framework for a 500+ agent healthcare operation
A regulated healthcare operation was scaling fast, and quality results could not distinguish individual agent performance from systemic process and policy failures.
Read the case →EdTech02
84% drop in issue-recognition DSATs
Diagnosing and reducing recurring customer dissatisfaction
Quality was declining at scale while volume grew — CSAT slipped from 92% to 90% to 89% across 2024 with no clear cause.
Read the case →HealthTech / Clinical decision support04
100% SLA compliance, Q1–Q3
Redesigning support operations to achieve SLA consistency at scale
A clinical decision-support platform needed reliable SLA performance from a very small contracted team, with no room to add cost.
Read the case →More case studies
- 03Scaling a new support channel without sacrificing qualitySaaS / Conversational commerce90% onboarding pass rate vs 60% target
- 05Increasing operational capacity without increasing headcountE-commerce / Liquidation auctions37% → 72% of case volume owned
- 06Building a B2B growth engine from zeroE-commerce / Beauty & wellness63% response rate on tracked outreach
- 07Creating a scalable framework across 30+ client accountsCross-industry / BPO30+ accounts cataloged
- 08Reducing response time across seven workflows without adding headcountManufacturing / Home & interiors e-commerceResponse time cut from 6h 43m to 2h 25m